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Customer Experience Specialist

hace 2 meses

Tijuana, Baja California, México Thermo Fisher Scientific A tiempo completo

Job Summary

The Customer Experience Specialist will be responsible for driving customer feedback across digital platforms. Success in this role requires being highly skilled at influential communication across a broad organization as well as the ability to think critically and problem solve to identify and implement process improvements across teams.

Key Responsibilities

  • Support web feedback by monitoring & responding to customer comments, analyzing for trends, and communicating to the broader organization for actions and impact
  • Operationalize the process for triaging feedback from customers to the proper team and ensuring the loop gets closed
  • Support UX Research team through incentive management and scheduling moderated sessions
  • Support the ongoing management and continued expansion of the Customer Feedback Panel program
  • Create quarterly newsletters to share Voice of Customer feedback from web surveys, testing, and UXR studies
  • Support UX Design and AB testing teams by identifying and implementing process improvements

Requirements

  • Business degree preferred
  • Successful track record of achieving results through and in collaboration with others
  • Strong organizational skills and an ability to meet project deadlines in a timely manner
  • Excellent communication and influencing skills
  • Demonstrated project planning skills
  • Comfort with a high level of intensity and change, ability to be agile and continuously improve
  • Customer first perspective, putting the customers' needs at the center of our work
  • Fluent in English
  • Experience working in an agile development framework preferred
  • Medallia or similar CX measurement tools
  • Experience of familiarity working with Power Bi, HotJar, Microsoft Bookings, Eloqua, and Jira